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Escalations/ Customer Technical Support Specialist At Meda Agency Inc.

Location: Vancouver, British Columbia

Job Description

Escalations Specialist

Our partner is a well-established global SaaS security company headquartered in beautiful downtown Vancouver. With their cutting edge one of a kind technology, the company is able to offer clients a solution unmatched in the market. They have a collaborative and innovative people centric culture that rewards strong collaborative efforts and top performance.

About the role

As an Escalations Specialist you are a seasoned support professional who is passionate about the overall customer experience. In this role you will spend time monitoring, reviewing and validating the escalation of support cases to ensure. You will act as the voice of the customer and participate in the improvement of the product and processes through the escalation of issues to the development team. You will conduct meetings and demos, document existing solutions, and assist in mentoring team mentorship.

Skills and qualifications

  • Customer first attitude- Strong acumen for customer service and understanding of need for timely and effective response.
  • Issue documentation and experience in technical troubleshooting
  • Understanding of disk imaging solutions and software deployment
  • Experienced in configuration, installation, and troubleshooting of Windows, Android, and Mac operating systems
  • Experience with MongoDB queries
  • Experience in writing and using SQL and in LAN/WAN networking configurations
  • Knowledge of proxy servers, anti-virus, encryption, and firewalls
  • Experience with CRM ticketing systems
  • Skilled in prioritization and time management
  • Experience with Bash/ Powershell.
  • Experience using troubleshooting tools (Wireshark, PsExec and ProcMon)
  • Experience in Microsoft MSP/MCSA/MSCE ** Preferred
  • Experience with CompTIA A+, Network+, Security+, CySA+** Preferred

Compensation & Perks

Competitive compensation and benefits package.